Practice MB-230 Exam Online

Question 1

You are configuring a queue in Omnichannel for Customer Service for a call center.

You need to complete the queue configuration using the minimal number of actions.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A : Configure the mailbox for the queue

B : Set the record creation and update rules for the queue

C : Set the queue priority for the queue

D : Enable the queue for auto work distribution

Answer: C,D

Question 2

A company uses Dynamics 365 Customer Service. The app is shared by agents and the inventory department. The inventory department manages the products. The agents have read-only access.

Agents must have access to the products to add the products to cases. The agents do not need to view the products in the sitemap.

You need to prevent agents from viewing products in the sitemap while maintaining the ability for the inventory department.

What should you do?

A : Set product privileges to Basic for the agents.

B : Configure the site map subarea privileges of the product table.

C : Set product privileges to Local for the agents.

D : Configure the site map to remove the subarea where the product is displayed.

Answer: D

Question 3

You have been tasked with creating a phone call activity. You want to make sure that the activity appears on

the case record timeline.

Which of the following is the field that should be modified during the process?

A : Owner

B : Regarding

C : Attachments

D : Notes

Answer: B

Question 4

You need to add the confirmation step for cases.

What should you edit?

A : Common Data Service

B : Business process flow

C : Workflow

D : Power Automate

E : Environment

Answer: B

Question 5

Note: This question is part of a series of questions that present the same scenario. Each question in

the series contains a unique solution that might meet the stated goals. Some question sets might have

more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these

questions will not appear in the review screen.

A company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email,

and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email

addresses.

Solution: Enable smart matching.

Does the solution meet the goal?

A : Yes

B : No

Answer: B

Name:	Microsoft Dynamics 365 Customer Service Functional Consultant
Exam Code:	MB-230
Certification:	Microsoft Dynamics 365
Vendor:	Microsoft
Total Questions:	362
Last Updated:	Apr 22, 2024

Microsoft MB-230